Team Leadership & Performance: Lead and mentor a team of Support Analysts, conducting regular performance reviews and ensuring consistent resolution standards across all platforms (Freshdesk, ServiceNow).
Escalation Management: Serve as the final point of contact for complex VMS issues involving Fieldglass, VNDLY, and Beeline, ensuring high-priority cases are resolved without breaching SLAs.
Strategic Process Optimization: Analyze recurring case trends identified by the team to design and implement systemic enhancements that reduce global turnaround times.
Global Stakeholder Coordination: Manage relationships with Tech PMs, Data Analysts, and regional leads to align support efforts with large-scale project implementations.
Knowledge Governance: Oversee the creation and maintenance of a centralized knowledge base (FAQs and process references) to ensure global standardization.
Resource Planning: Manage shift rotations across NAM, EMEA, and APAC time zones to ensure 24/7 operational coverage and hybrid work compliance.
Required Skills and Qualifications
Experience: 8+ years in VMS support (Fieldglass, Beeline, or VNDLY), with at least 2 years in a team lead capacity.
Technical Proficiency: Advanced expertise in Freshdesk/ServiceNow and a strong functional understanding of SAP ecosystems.
Analytical Leadership: Proven ability to translate data-driven insights into actionable process improvements.
Communication: Exceptional verbal and written communication skills for managing global cross-regional stakeholders.
Operational Agility: Ability to prioritize multi-squad demands while maintaining high accountability for team-wide deliverables.
Reporting & Analytics : Generate and publish weekly/bi weekly/ monthly dashboards. Analyze data to recommend process improvements
Process & Compliance : Maintain audit documentation and controls. Ensuring adherence to contractual SLA's and KPI's. Look forward for driving automation and workflow optimization
*PMP or ITIL certification (added advantage)
Additional Information
Work Location: Hyderabad (Hybrid).
Shift Flexibility: Must be able to oversee operations across NAM, EMEA, and APAC time zones.
Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.
Additional Information
Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work.
We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we'll help them continue to grow as their needs and ambitions change.
At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally.
We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.
The Manager is responsible for overseeing the Service Level Support team, ensuring the seamless resolution of VMS-related case management tickets while maintaining strict adherence to global SLAs. This role bridges the gap between operational execution and strategic improvement, managing a team that supports over 10+ internal squads. The Manager will act as the primary escalation point and regional coordinator, driving excellence across NAM, EMEA, and APAC regions.
Randstad · Hyderabad_twitza, IN